General information and answers to commonly asked questions on our shop and shipping policies.

 

My Order

Please phone us 855-NUMENERA (855-686-3637) or use our Contact Us page to let us know and we will try our best to help you before the order ships.

Yes! Add the item (or items) you’d like to purchase as a gift to the cart and proceed to checkout. Enter your billing information where indicated, and enter the name and shipping address of the gift recipient in the SHIPPING ADDRESS field. (Please note, one order cannot be shipped to multiple locations; if you want to place an order for yourself AND for a gift recipient, you will need to make two separate transactions.)

If you’ve received a promotional code, load up your shopping cart with the items you’d like to purchase, and then go to your cart (either begin the checkout process or click the shopping cart icon in the upper right of your browser window). Enter your promotional code next to the Apply Coupon button, then click that button. Voila!

Please note that using a discount coupon or promotional code is different from redeeming coupons for Kickstarter rewards. If your question about coupons is in reference to redeeming your Kickstarter rewards, please scroll down to the Kickstarter Reward Redemption section for information.

Shipping

We generally ship products within 72 to 96 hours (3 – 4 days) of receipt of your order (excluding weekends and holidays). So, for example, if you place your order Tuesday morning, we’ll do our best to get it out by the end of the day Friday, but during times of Kickstarter fulfillment the process of packing and shipping orders takes longer. From that point, it depends on your location and the shipping method you choose.

DOMESTIC US SHIPPING

Basic domestic US shipping is a flat rate of $7.00 per shipment. If you choose basic domestic US flat rate shipping, we will ship your parcel to you via USPS or FedEx, at our discretion, from our fulfillment center in the US. If you wish, you can opt to purchase premium services, such as USPS Priority or FedEx 2nd Day (please keep in mind that paying for faster transit time does not always mean faster warehouse processing time during very busy Kickstarter fulfillments).

INTERNATIONAL SHIPPING

Shipping to customers in North and South Americas (outside of the United States): You will pay for shipping and choose your shipping service at checkout. Your order will be filled by our shipping center in the United States. You will be responsible for import duties, taxes, and brokerage fees (if applicable). We offer as many choices of carriers as we can for international shipping so that you have a range of carriers from which to select. You choose the shipping service during the checkout process, thus engaging in a contract between yourself and a shipping carrier, and agreeing to their fees. Please be aware that many carriers, such as FedEx and UPS, may often seem to be the least expensive international shipping choice, but they will collect their brokerage fee directly from you, the customer, at the time the parcel is delivered. We are not responsible for and cannot refund brokerage fees for any shipping carrier.

Shipping to customers in the United Kingdom and Europe: You will pay for shipping at checkout and will choose between tracked shipping (more expensive, but with a tracking number) and untracked (more affordable, but without tracking). Your order will be filled by our shipping center in England, who will choose the most suitable carrier or courier (based on the parcel’s destination and your choice of tracked or not tracked) for your parcel. United Kingdom customers will not pay import duties and taxes. Due to the uncertain situation regarding Brexit, we cannot promise that EU backers won’t pay import duties, taxes, and brokerage fees.

Shipping to Australia, New Zealand, and the South Pacific: You will pay for shipping at checkout and will choose between tracked shipping (more expensive, but with a tracking number) and untracked (more affordable, but without tracking). Currently, your order will be filled by our shipping center in England, who will choose the most suitable carrier or courier (based on the parcel’s destination and your choice of tracked or not tracked) for your parcel. You will be responsible for import duties, taxes, and brokerage fees (if applicable). But there is great news coming soon! We are on the cusp of opening a fulfillment center in Australia. Once the fulfillment center opens, you will pay less for shipping and receive your purchases quicker. Also, customers in Australia will not pay import duties and taxes; customers in New Zealand and the South Pacific will be responsible for import duties, taxes, and brokerage fees (if applicable).

All international customers: Please be aware that import duties, taxes, brokerage fees, and other charges are not included in the item price or shipping cost and these charges are the buyer’s responsibility. We are not responsible for and cannot refund brokerage fees for any shipping carrier.

Shipping costs are calculated based on the class, weight, and dimensions of the products you purchase. We get our shipping rates directly from the shipping services at the time you check out. While Monte Cook Games has an advantageous rate compared to what most of us pay when we drop a package off at the counter, we don’t have the buying power of a major retailer. And we don’t have any control over the cost of shipping, or whether or when rates change.

If you want to save on shipping, it’s almost always better to buy multiple items at once instead of in separate orders. For example, it might cost $20 to ship a single book via an expedited shipping method, but add a second book to the order and the same shipping method only goes up to $25. That said, some larger or oddly shaped items have to be shipped in separate boxes, which negates that multiple-item advantage.

Orders shipped to P.O. boxes must go by USPS. (If offered as a shipping method, please note that neither FedEx nor UPS will make deliveries to P.O. box addresses.)

If you chose a trackable shipping method, you’ll get an email with a tracking number shortly after your package ships.

International shipping is expensive. We don’t have any control over international shipping costs.

  • We get our rates directly from the carrier when you place your order.
  • We don’t have the buying power of a huge company, but we often get better rates than is available to the general public. We pass those savings on to you.
  • We simply can’t do anything about the fact that international shipping is expensive. Really. If we could, we would.
  • Import duties, taxes, brokerage fees, and other charges are not included in the item price or shipping cost and these charges are the buyer’s responsibility.

Import duties, customs duty, taxes, brokerage fees, and so forth, are not included in the item price or shipping cost. You may be charged these fees by your country of residence and/or your shipping carrier.

Kickstarter Reward Redemption

We will notify you by email when it is time to redeem your reward(s). And that point, you can log onto your already existing MCG Shop account (or create an MCG Shop account), and go to your Coupons page, where you’ll see coupon code(s) that make your reward(s) free on the MCG Shop. You then decide when to redeem your rewards, and—if your rewards include physical products—to what address you’d like them shipped.

Since we fulfill rewards through the MCG Shop, you always enter your most current shipping address at the time you redeem your rewards, so there’s no need to inform us when you move (unless you are inviting us to the house-warming party, of course!).

We guarantee a print product will be in stock for you as one of your rewards for up to one year after the product’s release date.

PDFs and eBooks

Absolutely. Simply log into your My Account page, and you’ll see a list of all the PDFs you’ve purchased. You can download any of them from there.

Yep. You can download a PDF you’ve purchased as often as you need to, to any device you own. Simply log into your My Account page, and you’ll see a list of all the PDFs you’ve purchased. You can download any of them from there.

My Account

If you read this FAQ, you’ll see that a lot of issues are solved by logging into your My Account page—but you can’t do that if you don’t have an account. For example, if you purchase a PDF and need to re-download the file, you can only do that if you have an account on our site.

You can log into your My Account page to review and change any of the info you’ve provided us. If you need to make a change to an order you’ve already placed, it must be done by the end of the same business day, or it will be too late to change the order. If that happens, contact us at 855-NUMENERA (855-686-3637) or at [email protected] Please put MCG Online Store Urgent Issue in the subject line of your email.

Simply log into your My Account page, and you’ll see a list of your past purchases.

We don’t actually keep your credit card details—they’re kept by Stripe, the company that processes credit card purchases at our store. Stripe is a major credit card processing company with major-league security. Your credit card data isn’t stored on Monte Cook Games’s servers.

That said, if you’re still uneasy it’s simple enough to tell Stripe not to keep your info. Simply log into your account on our site, and go to your My Account page. Click the Delete button next to your credit card, and Swipe will delete those details from their records.